Traci Gillihan
Jefferson,GA
Summary
Dedicated Customer Support Coordinator with expertise in enhancing client satisfaction and streamlining service delivery. Proven track record in managing high-volume interactions and implementing process improvements.
Overview
24
24
years of professional experience
Work History
Customer Support Coordinator
JBTMarel
03.2002 - Current
- Coordinated customer support operations to enhance service delivery and client satisfaction.
- Managed communication between cross-functional teams to resolve customer inquiries efficiently.
- Developed training materials to improve onboarding processes for new support staff.
- Implemented process improvements that streamlined response times for customer requests.
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Adhered to company policies, procedures and system documentation requirements.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Collaborated and maintained communications with sales representatives on customer-related issues.
- Served as a key liaison between customers and internal departments, facilitating timely resolutions for urgent matters.
- Achieved high levels of customer retention by consistently delivering outstanding support experiences.
- Resolved discrepancies found on customer orders and facilitated communication between departments for resolution.
- Assisted in the development of new policies and procedures aimed at enhancing customer support operations.
- Provided expert guidance for customers navigating complex products or services, leading to greater understanding and satisfaction.
- Determined job urgency and priorities to satisfy customer requirements.
- Collaborated with cross-functional teams to improve overall product quality and customer experience.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Responded proactively and positively to rapid change.
Education
High School Diploma -
Spring Hill High School
Spring Hill KS05-1995
Skills
- Reporting and analysis
- Complaint handling
- Software troubleshooting
- Customer relations
- Training and mentoring
- Schedule management
- Customer education
- Team building
- Customer service
- Relationship building
- Cross-functional collaboration
- Teamwork and collaboration
- Problem-solving skills
- Attention to detail
- Multitasking Abilities
Timeline
Customer Support Coordinator
JBTMarel
03.2002 - Current
High School Diploma -
Spring Hill High School